Call Quality Control Analyst – Italian Bilingual (Day Shift)

We are Enteractive, a service provider in the online gambling (iGaming) industry. We are the industry leader and the experts in player reactivation. Be it online casino or sportsbook, we know how to reactivate players and increase their retention and loyalty to the brands we work with. Through our custom-made tech (Re)Activation Cloud®, we communicate with players around the world to promote our client’s platforms, while making sure they play responsibly! 💚

We are looking for a Call Quality control Analyst to join our Quality Control Team in Gzira, Malta

As a Call QC Analyst, you'll play a vital role in upholding our high standards of quality and compliance by monitoring and evaluating the calls made by our sales agents.

To evaluate agents' calls, the evaluator must listen to recordings of the calls and score them based on a QA Scorecard, together with potential feedback. The QA Scorecard outlines specific criteria for evaluating the call, such as adherence to company policies, and provides a means for consistently grading the calls. The evaluator listens to each call and provides a score for each criterion, resulting in an overall score for the call. This process helps to ensure that agents are providing high-quality calls and following established guidelines

What you’ll be doing:

• Monitor and evaluate recorded calls against established quality assurance instruments and standards.
• Generate call review reports, analyse the results, and share insights with relevant stakeholders.
• Suggest, identify, and recommend improvements to our evaluation system to incorporate quality standards and measurable goals.